Extra Space Storage

Reviews

• EW

  Elisa West

  Nov 16, 2025
  5.0
  Our family rented a unit shortly after this location opened in 2024. The customer service was courteous and professional from the very start. There were no hidden fees with the move in special like it is with some other storage places. It was easy to contact Terry and her team when we had questions. When it was time, the move out process was easy and smooth. I highly recommend this site and thank you for a great experience!!
• CR

  Consumer Reviews

  Nov 9, 2025
  1.0
  A few weeks before notifying Terry, the property manager, about rodent activity in my unit, I noticed a pungent odor on the third floor and a stain near my unit, which appeared to originate from a new neighboring renter. On 09/12/25, while visiting my unit with my mother, I discovered rodent droppings in the unit. I immediately alerted Terry, who apologized and provided gloves so I could clean the space. I expressed my frustration, having invested in rodent prevention measures such as sealed totes and deterrent sprays. Terry took photos of the damage, shared the insurance information, and assured me that any items affected by bio-waste would be addressed through a claim. She also informed us that the building had recently been treated for rodent activity and that my unit would be treated as well. Additionally, she provided stationary rodent traps. Although we appreciated her efforts to address the issue, we ultimately decided to relocate to another Extra Space Storage facility. After filing the claim, we waited over a month for adjudication. On 11/07/25, the insurance adjuster informed us that Terry had reported the presence of a “ramen” pack in our unit and advised us to speak directly with her regarding this allegation. When my partner and I visited the facility on 11/8/25 to discuss the claim, Terry instantly became dismissive and stated she could no longer assist us, directing us to contact CPP, the insurance company. We explained that CPP had referred us back to her, but she denied this and refused to provide contact information for her supervisor. She stated CPP had taken the photos and discovered the rodent pack. When we requested proof of the alleged “ramen” pack, she asked us to leave her office and threatened to call the police. We encouraged her to do so to resolve the matter transparently. During the 911 call, Terry could be heard stating she “did not feel safe,” a comment that felt deeply troubling and discriminatory. As individuals of color, we questioned whether this reaction stemmed from bias or an attempt to deflect accountability. Four officers arrived, and we calmly explained that we were seeking documentation to resubmit our insurance claim accurately. The officers informed us they could not compel Terry to provide the information. Terry then claimed we were trespassing. I asked whether false accusations could lead to trespassing charges and the officers advised that under Maryland law anyone could make that assertion and added, I contact the corporate office to file a formal complaint. As an insurance professional with extensive experience in both government and private-sector insurance, I understand that discrepancies in statements can lead to claim denials. Our claim is considered a first-party claim, similar to a workers’ compensation case, where the insurer relies on the property manager to verify the loss. Terry prior claims that CPP took photos of the ramen is untrue. As CPP is the insurance company and they hired, ESIS, the third-party administer to adjust their claims. Terry’s false assertion about food items in my unit is not only insulting—it borders on insurance fraud. Despite recurring rodent issues at multiple Extra Space Storage locations, we’ve remained loyal customers. No individual should be made to feel inferior or be treated with the level of disrespect we experienced. I’ve filed a formal claim with Extra Space and am requesting a full investigation into the false allegations and Terry’s handling of our complaint.
• CH

  Chris Holland

  Nov 1, 2025
  5.0
  The manager was extremely helpful in gaining access to a locked unit in a time of need. Not only was she very helpful but she was very pleasant throughout.
• CS

  Chelsea S

  Oct 23, 2025
  1.0
  I had a horrible experience with Terri who works the desk. I've been renting from Extra Space Storage since the end of February 2025 about 8 months. I have been there plenty of times with my service dog and she only ever told me to just keep her on a leash. My service dog is a small 7 pound little Cavapoo and stands by my side well behaved, doing nothing wrong. I have had my dog there plenty of times. And today, the moment I step foot by my unit, she calls me immediately. As if she's watching me. And she scolds me that I cannot have my service dog here. I told her that she never told me this and I was only ever told to keep her on a leash. It is illegal to not allow a service animal. I am on disability and I was there moving my belongings with friends, and I had a very long day ahead of me and she was SO nasty to me. Getting me started on a bad foot. She was the most condescending, argumentive sarcastic, rude employee I've ever met. I can't believe she works customer service. She should be fired. Their garage door at my unit was broken and I cut myself on the door. And I told her and she says in a condescending tone "aw you hurt yourself on my property do you want me to call the police or the ambulance???" and I told her it's just a cut, no. And then when I went to the front desk to see if I had to drop off my key no one was there and she didn't answer the phone. I also found some bugs in my stuff there.
• AG

  alli grimes

  Oct 23, 2025
  5.0
  Above and beyond service!! I had a miscommunication with my movers which resulted in me no longer needing my unit that I rented. The ladies at Extra Space in Reisterstown gave me a refund for the unit, no questions asked, because they empathized with what I was going through. Clean space, well taken care of, easy communication with staff, no bs billing, and climate controlled! I highly recommend.

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